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Importantly, customers show more willingness to wait on hold for technicalsupport than for a sales transaction. Adherence to Schedule Another productivity related call center metric, adherence to schedule assesses how well agents manage their on-the-job time.
Inbound Communication Call and Contact centers receive a wide range of incoming communication requests such as: Inquiries about products or services Customer complaints Requests for technicalsupport Requests for placing orders and more 2. This metric gives a detailed analysis of the utilized time by the agents across their shifts.
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